Customer Success Executive

Why LBR?

An amazing market position, enviable growth, collaboration and wonderful people are just some of the reasons to further your career with Law Business Research. Our culture is shaped by our core values that promote equality, agility, and respect in everything we do.

Law Business Research has been selected as a winner for the 2024 Inspiring Workplaces Awards. We’re proud of our inclusive and inspiring culture here at LBR and we remain committed to creating a positive workplace for all our employees

Key Accountabilities
Product expertise

• A systems expert – understanding the systems that underpin our products to ensure that we can respond to customer and team queries quickly.
• A product expert – understanding how our customers use the products in order to respond to the customer and team accurately.

Relationship building

• Develop strong relationships with existing clients and key contacts. Share intelligence with key internal stakeholders.
• Develop strong cross-organisational relationships with key internal stakeholders (customer success, sales, account management, editorial, content, marketing, finance, product etc.).
• Develop good working relationships with offshore counterparts.

Product fulfilment

Accurately complete the fulfillment of new customers in all relevant systems and update centralised records.

Knowledge

Document any regular processes and answers to questions for Knowledge Base.

Health and targeting

Contribute to usage and health reports.

 Activity

• Timely achievement of all identified customer touch points and SLAs.
• The main point of contact for inbound client queries, responsible for triaging inbound tasks.

Offshore

Day to day interaction with the offshore team, to ensure the timely completion of tasks you have transferred.

 CRM & Service Cloud

• Update the CRM, ensuring the information is accurate and reliable.
• Confident and consistent Service Cloud user.
• Responsibility for specific support queue(s).

Skills and Expertise

 • Ability to communicate effectively on the phone, by email and in person to stakeholders at all levels
 • Proactive Client Engagement 
• Self-motivated and driven
 • Problem solving 
• Excellent attention to detail and ability to plan and prioritise workload 
• Highly organised and adaptable to emerging priorities
 • Ability to work independently as well as within a team environment
 • Active learner